Increase Service Quality Research Articles

The explanatory power of the SKYTRAX’s airport rating system: Implications for airport management

This article presents a study of the explanatory power of SKYTRAX's airport rating system, using data from 423 airports for statistical analysis. The study utilizes ordinal regression and Maximum Likelihood Structural Equation Modeling (ML SEM) to propose and test several models. The study results show that only three service quality components based on SKYTRAX have significant explanatory power, i.e., terminal comfort, wayfinding signage, and airports' food and beverage outlets. The study findings have significant implications for airport management and key stakeholders. By prioritizing these service quality components, airport managers can improve operational efficiency and increase service quality, which can attract new investments. The study highlights the importance of addressing the vital elements of airport service quality, which can lead to time and cost savings in problem-solving processes and procedures. The findings also have implications for academia, providing a basis for further research on the importance of airport rating systems for customer satisfaction and service quality.

Exploring the Role of ICTs and Communication Flows in the Forest Sector

The forestry sector has used technology to improve productivity and increase service quality, reducing labor in many processes. In this sense, Information and Communication Technologies (ICTs) are having broad impacts on the forestry sector, from forestry to the marketing of forest products and the recreational use of forests. There is a wide range of technologies that can be implemented in forestry depending on the needs of each user. The objective of this study was to conduct a literature review in order to analyze the opportunities for improving ICT and communication flows in the forestry sector and to evaluate their applicability. This literature review was analyzed using the Scopus, Web of Science, and ScienceDirect databases. An overview of the importance of ICT and communication flows in the forestry sector, ICT tools, and their applications is provided. One-way and two-way communication flows coexist in forestry, integrating different communication channels, time, target audience, and message. It is clear that technologies have produced significant changes in all sectors of the forestry industry. We conclude that ICTs and communication flows contribute to forest conservation and management in the establishment of standards or policies that ensure conservation through monitoring and analysis of landscapes at different temporal and spatial scales.

A comparison of patients’ satisfaction treated at public and private healthcare institutions under the health scheme using the HEALTHQUAL model

Abstract BACKGROUND: Patient satisfaction and patient outcomes are two elements that influence the quality of healthcare. Based on four dimensions—environment, empathy, efficiency, and effectiveness—the HEALTHQUAL scale is used to measure patient satisfaction with the quality of care. The current study sought to compare patients’ satisfaction with treatment at public and private healthcare institutions under the health scheme using the HEALTHQUAL model. MATERIALS AND METHODS: A hospital-based descriptive cross-sectional study of 96 study participants was conducted to assess the level of satisfaction perceived by patients admitted to government and private healthcare institutes in the Malda district from August 2022 to September 2022 under the health scheme. Participants were chosen at random from one government and two private hospitals. The hospitals were chosen using a lottery method and a probability proportion to the number of bed sizes. Every single participant was interviewed using a structured questionnaire, and data were analyzed using the Statistical Package for Social Sciences software version 23. RESULT: Overall healthcare service quality practices in public hospitals are low, according to 71% of participants, with a mean of 3.50 and a standard deviation of 0.55. On the other hand, in private hospitals, 60% of participants rated service quality practices as high, with a mean of 4.59) and a standard deviation of 0.34. CONCLUSION: The findings indicate that perceived overall patient satisfaction in public hospitals was low. In contrast, perceived overall patient satisfaction was higher in private hospitals. It is recommended that hospital administrators and policymakers must put focus on patients to close service quality gaps, increase service quality, and enhance patient care.

Empowering Consumers Through Self-Service Technology: A Comparative Analysis

This study tests consumer evaluations of services with the adoption of self-service technology (SST) in the hospitality service context. We revised the conventional consumer evaluation model by incorporating the concept of consumer empowerment to capture the consumer experience with the technology. This model was tested in a two-stage process using data collected from the consumers of clubhouses in Singapore before and after the adoption of SST. We found that structural relationships among service quality, customer satisfaction, and customer loyalty were established with consistent pre- and post-adoption, and that consumer empowerment has positive effects on service quality, customer satisfaction, and loyalty. Moreover, the adoption of SST increased customer loyalty but did not increase service quality or customer satisfaction. The study’s results suggest that the focus when adopting SST should be on empowering consumers, which should also be incorporated into managing customer satisfaction.

The effect of gadget-loving on service orientation: A study on the technology sales consultants

This study aims to determine the effect of gadget-loving sales consultants working in technology stores in Istanbul on the service orientation of the employees. In the model created in line with the purpose of the study, the effect of technological innovation, technical curiosity, technological optimism, need for uniqueness, materialistic personality traits on gadget-loving, and the effect of gadget-loving on technological opinion leadership were tried to be determined. Accordingly, a survey was conducted with the participation of 752 employees, and structural Equation Modelling analysis was performed. Findings show that gadget-loving has a positive effect on service orientation. Also, the high level of gadget-loving of the employees positively affects their technological opinion leadership. In conclusion, employees’ technological innovation, curiosity, optimism, and need for uniqueness. Materialistic personality traits affect gadget-loving, and gadget-loving emerges as a personal trait that should be taken into account by managers in human resources management for gaining a competitive advantage in technological product markets, increasing service quality, and ensuring customer satisfaction. Findings show that gadget loving has a positive effect on service orientation. Also, the high level of gadget loving of the employees positively affects their technological opinion leadership. In conclusion employees’ technological innovation, curiosity, optimism, need for uniqueness, and materialistic personality traits affect gadget loving and gadget loving emerges as a personal trait that should be taken into account by managers in human resources management for gaining a competitive advantage in technological product markets, increasing service quality, and ensuring customer satisfaction.

The Hubungan word of mouth, kualitas pelayanan, kepuasan dan loyalitas pelanggan klinik rawat jalan bedah onkologi di Rumah Sakit Khusus Bedah X

Background: Customer loyalty is absolutely necessary because without customer loyalty the hospital cannot develop, it can even experience a decline in business that threatens the existence of the hospital. But to achieve customer loyalty many influencing factors such as service quality, word of mouth and customer satisfaction.Objective: Therefore it is necessary to know which factors significantly affect customer loyalty, so that the hospital can develop effective and efficient program and strategies.Methods: This study is an explanatory research by examining relationship of the variables. Respondents in this study were 195 people that were customer of the Surgical Oncology Outpatient Clinic of X Surgical Specialty Hospital. Data processing using the SEM PLS Method with Smart PLS application.Results: The results show that service quality have a positive and significant direct effect to customer satisfaction and loyalty. Word of mouth also shows positive and significant direct effect to customer satisfaction and loyalty. But this study failed to prove a significant direct effect of customer satisfaction to customer loyalty.Conclusion: We can significantly increase customer satisfaction and customer loyalty by increasing service quality and improve word of mouth activity. However customer satisfaction is not a significant factor for customer loyalty

Digital technologies and product-service systems: A synergistic approach for manufacturing firms under a circular economy

The product-service system (PSS), in which customers pay for a product's functionality, is the common business model in a circular economy (CE). Digital technology (DT) is considered to be a crucial enabler of a PSS that facilitates CE integration in businesses. While discussions concerning the capacity of DT to overcome the main challenges posed by CE are growing, the specific evolution path of a PSS that can evolve to the level required by a CE and for the development of DT for each PSS type have not been widely explored. This paper reviewed a multiple-case study involving three manufacturing firms that each used PSS in business evolution projects and proposes guiding principles that can be used to support an effective approach to using the PSS to facilitate a CE at the business evolution stage. Moreover, in this systematic approach, DT impacts PSS deployment by acting as an enabler. The results contribute to theory by advancing the discussion exploring the potential relation between business evolution and circular principles through the mapping of PSS types. Explicit knowledge of the design principles behind PSS approaches can be obtained by analyzing this relationship. In addition, precise DT adaptation has been found in this study to be able to integrate toolsets that satisfy a variety of product demands and productivity plans by using specific technology to develop iterations for increasing service quality. From a practical perspective, this paper can help practitioners navigate the evolution of their businesses through the PSS model to enable a CE that is based on their existing digital and business capabilities.

Plan-do-Check-Act Cycle: a Method to Improve Customer Satisfaction at a Municipal Council in Malaysia

Purpose: This study aimed to determine the use of PDCA methods in improving customer satisfaction at SP MUNICIPAL COUNCIL. Maintaining customer satisfaction is the main responsibility of my department as we are in charge of receiving complaints from the public and providing the best solution to the public. Since the major operation for SP MUNICIPAL COUNCIL is providing services to the public, it is crucial to solving any related issue regarding poor customer services and management by SP MUNICIPAL COUNCIL, long delays in solving issues from the public and others. Hence, using appropriate tools such as the PDCA method is one of the ways to achieve a continuous improvement process and improve the service quality for SP MUNICIPAL COUNCIL. The aim of this study is to overcome this issue and improve customer satisfaction, the quality of our services and reduce complaints from the public towards the management of SP MUNICIPAL COUNCIL by using the PDCA method. Theoretical framework: Problem identification needs to be done to find the causes of customer complaints. From the findings, the factors that potentially cause the problem are customer services, workers, administration, and management system issues. Then, the next step is a repair process where the result after improvement, implementation and evaluation will be measured. Design/methodology/approach: The method used for this study is the PDCA method in the literature review. The data of this study are compiled, analyzed and concluded, to obtain the results for the method in the literature review. The literature review compares several research papers that implement PDCA methods. Findings: The findings show that Plan-Do-Act-Check method can give a positive impact on increasing service quality for SP MUNICIPAL COUNCIL. There are several solution and recommendation have been achieved after the discussion of the result. These solutions will help in overcome the issue faced by SP MUNICIPAL COUNCIL. Research limitation/implication: This research only focuses on improving customer satisfaction at SP MUNICIPAL COUNCIL and only applies to departments that focus on customer services. Originality/value: This research contributes to existing literature and use new findings to overcome problem using PDCA method and fishbone analysis to identify the cause and effect of the problem.

OPTIMIZATION OF CUSTOMER LOYALTY AT COFFEE SHOPS IN SURABAYA

The main key to winning in competition for companies is to provide value and satisfaction to consumers through the delivery of quality products and services. This can be achieved by providing products and services that are more satisfying than those of competitors, resulting in satisfied consumers, consistent service quality, and consumer loyalty. This research aims to analyze sales optimization strategies by increasing service quality and customer loyalty of coffee shops in Surabaya, using a causal research design with quantitative methods. Data was collected through questionnaires distributed to people in Surabaya who had visited and bought from coffee shops. The data analysis technique used was Structural Equation Modeling analysis with Partial Least Square. Results showed that store location and store image had a significant positive effect on service quality, and store location, store image, and service quality had a significant positive effect on customer loyalty. The recommended strategies include improving store location by making signs that are easy to reach, and improving store image through endorsements and other promotions to attract customer attention.

Measuring Logistics Service Quality Using the SERVQUAL Model

Quality is a key success factor in the market. For the successful performance of a company, it is very important to have high quality and a quality system, and strive for its development and improvement. In this paper, it has been measured the quality of logistics service using the SERVQUAL model in the TC company as one of the most well-known and most used models in the field of quality measurement. The users of the transport service, the respondents, provided certain information on their expectations, as well as their perceptions of the quality of the transport service from the aspect of all five dimensions: reliability, assurance, empathy, tangibles and responsiveness. The SERVQUAL model was chosen to obtain the final results of the quality of service provided to users. The FUCOM method was applied to obtain the final weights of dimensions. The main goal of this paper is to assess the quality of the transport service in the TC company, so that the company has an insight into its current state, and based on it, takes further steps to improve its quality. Increasing service quality results in greater satisfaction of service users, greater satisfaction results in increased loyalty, which further guarantees the positive performance of the company itself and its safe existence and work on the market. The results have shown that the company has negative final values from the aspect of all five dimensions, which tells us that users are not satisfied with the service provided, and the greatest dissatisfaction was expressed from the aspect of the dimension of tangibles.

Pengaruh Akreditasi Terhadap Peningkatan Mutu Pelayanan Rumah Sakit

Hospital accreditation is one way to assess the quality of hospital services. Improving the quality of hospital services is very important, as hospitals provide the most critical and dangerous services in the healthcare system, and their target activity is human life. The aim of this research was to determine the influence of accreditation on the improvement of service quality after the Covid-19 pandemic. The research used a quantitative method with a cross-sectional approach. The data used in this research were secondary data. The research was conducted at Depok Private Hospital from January to March 2022. The data analysis used the General Linear Model Repeated Measure statistical test.
 The results of the study showed that the value of hospital service quality based on the Greenhouse-Geisser sig 0.035 < 0.05. Thus, it can be said that accreditation affects the quality of hospital services with a trend of increasing service quality values from January to December 2022.
 The conclusion of the study is that the quality of service in hospitals after the Covid-19 pandemic has changed. There are differences in service quality values every month. Service quality tends to improve during the year 2022.

Understanding Social Accountability at Rural Local Governance in Bangladesh and the Way Forward: In the Case of Union Parishad

In the 21st Century social accountability has become one of the preconditions to create a more transparent and representative government and aid public institutions in meeting the expectations of the population through empowering citizens which is necessary for effective and sustainable development. Social accountability of the elected representatives at the rural level may help the government increase service quality, empower rural citizens, and promote good governance. At present Bangladesh, mostly known as the “Development Surprise”, has leaped towards lower middle-income country status from a poor developing one within four decades of its decisive victory. In this stage of growth and development, the persistence of social accountability at the rural local government would ensure the attainment of sustainable development through ensuring demand-based service delivery. Against this backdrop, this paper intends to explore the present status of social accountability mechanisms at the Union Parishad which is the lowest tier of rural local governance in Bangladesh. Based on the analysis, several recommendations for the way forward have been summarized. Secondary data analysis and empirical knowledge have been exerted which would refer to a clear view of the current status of social accountability at the grass root level. The first section mentions the importance of social accountability at the union level based on theoretical analysis. Existing mechanisms to ensure social accountability at Union Parishad have been delineated in the second section. The third section develops a compact understanding of the current status of social accountability at the Union Parishad level. The fourth section will share a discussion of the findings, recommendations, and conclusion. This study finds that the lack of interest among Union Parishad Functionaries, avoidance by citizens, irregularities in committee formation, irregular meetings, lack of resources, clientelism and Govt. supervision, etc. have made the social accountability mechanisms at the rural local government ineffective and fruitless. The political willingness of the Government, GO-NGO collaboration, allocation of resources to rural local government, awareness raising among citizens, educating citizens politically, and ensuring proper training for the officials in the Union Parishad can play an important role to revive social accountability through deliberative forums and committees in the rural local government.

VioLinn: Proximity-aware Edge Placementwith Dynamic and Elastic Resource Provisioning

Deciding where to handle services and tasks, as well as provisioning an adequate amount of computing resources for this handling, is a main challenge of edge computing systems. Moreover, latency-sensitive services constrain the type and location of edge devices that can provide the needed resources. When available resources are scarce there is a possibility that some resource allocation requests are denied. In this work, we propose the VioLinn system to tackle the joint problems of task placement, service placement, and edge device provisioning. Dealing with latency-sensitive services is achieved through proximity-aware algorithms that ensure the tasks are handled close to the end-user. Moreover, the concept of spare edge device is introduced to handle sudden load variations in time and space without having to continuously overprovision. Several spare device selection algorithms are proposed with different cost/performance tradeoffs. Evaluations are performed both in a Kubernetes-based testbed and using simulations and show the benefit of using spare devices for handling localized load spikes with higher quality of service (QoS) and lower computing resource usage. The study of the different algorithms shows that it is possible to achieve this increase in QoS with different tradeoffs against cost and performance.

PELATIHAN CUSTOMER SERVICE QUALITY DALAM MENINGKATKAN KINERJA LAYANAN BARISTA

Abstract: The development of coffee in Indonesia continues to experience significant progress. This is due to the increasing consumption of coffee among the Indonesian people. So that the growth of coffee shops has increased rapidly and experienced intense competition. Intense competition makes coffee shop entrepreneurs compete to offer their best service to attract customers. The absence of five-dimensional customer service excellence is one of the deficiencies that Humble Espresso coffee shop. Therefore, the goal of this training activitiy program is to improve is to increase service quality knowledge and improve barista performance in order to provide fast and professional service to customers. The activity method used is observation, training, and evaluative. The results of the activities achieved were an increase in service quality knowledge and an increase in barista service performance based on the results of the previous questionnaire distribution of 60% and an increase of 80% after training and positive customer perceptions on Google reviews.

Growth Hack Service Framework for Boleh Dicoba Digital Company Based on Growth Hacking Framework and Value Co-Creation Framework

BDD growth hack service practice is close to Bohnsack and Liesner (2019) and Kohtamäki & Rajala (2016) growth hack framework but lacking in data analysis and testing. The author suggested a new framework that combines the growth hack framework and the value co-creation framework. New operational instructions include value creation agreements and A/B testing based on comparative analysis. BDD should also remind clients about value creation and discuss value in exchange and value in use assignments. The new framework should increase service quality and resource availability of BDD growth hack service.

A Common Identity Intervention to Improve Service Quality for Consumers Experiencing Vulnerabilities

Prior research shows that consumers act in ways to avoid associating with conflicting social identities. However, it is unclear how such conflicting social identities influence the behaviors of service providers when interacting with consumers experiencing vulnerabilities, leading to potential marketplace discrimination. Additionally, research has yet to adequately identify what type of intervention strategy may be introduced in order to improve service quality when discrimination occurs. Across six studies, within the context of highly religious service providers or highly conservative service employees interacting with LGBTQIA + consumers, we demonstrate that the motivation to avoid being associated with undesirable social identities negatively influences their service quality toward these consumers experiencing vulnerabilities, leading to discrimination against such consumers. This occurs because of an increase in social identity threat perceptions associated with providing service to these consumers. We also identify an important boundary condition, such that this effect manifests when providing service that is high (vs. low) in identity relevance. Importantly, we provide evidence for a common identity intervention (i.e., focusing on the commonalities between actors) as a strategy that increases service quality and show its effectiveness across multiple contexts and using real businesses.

Towards Developing Privacy-Preserved Data Security Approach (PP-DSA) in Cloud Computing Environment

In the present scenario of rapid growth in cloud computing models, several companies and users started to share their data on cloud servers. However, when the model is not completely trusted, the data owners face several security-related problems, such as user privacy breaches, data disclosure, data corruption, and so on, during the process of data outsourcing. For addressing and handling the security-related issues on Cloud, several models were proposed. With that concern, this paper develops a Privacy-Preserved Data Security Approach (PP-DSA) to provide the data security and data integrity for the outsourcing data in Cloud Environment. Privacy preservation is ensured in this work with the Efficient Authentication Technique (EAT) using the Group Signature method that is applied with Third-Party Auditor (TPA). The role of the auditor is to secure the data and guarantee shared data integrity. Additionally, the Cloud Service Provider (CSP) and Data User (DU) can also be the attackers that are to be handled with the EAT. Here, the major objective of the work is to enhance cloud security and thereby, increase Quality of Service (QoS). The results are evaluated based on the model effectiveness, security, and reliability and show that the proposed model provides better results than existing works.

YISHAN: Managing Large-scale Cloud Database Instances via Machine Learning

Efficiently managing database instances over cloud-scale clusters is significant for increasing service quality and reducing operational cost, especially confronting the growing cluster size and heterogeneous application services. Alibaba Cloud provides a large-scale Relational Database Service (RDS) for millions of users including enterprises from start-ups to large international corporations. To manage tremendous amount of RDS instances in the Cloud with the goal of reducing cost while guaranteeing service level agreement(SLA), YISHAN, an intelligent database instance management system, is designed to dynamically manage the placement of instances using machine learning techniques. YISHAN collects historical performance data to analyze patterns of the resource utilization of instances and hosts. By learning “good packings” in which instances colocate harmoniously, YISHAN is able to optimize the instances placement to provide better quality of service and improve the efficiency of CPU, memory, and disk resources. We deploy and run YISHAN in Alibaba Cloud RDS. The running logs show that YISHAN successfully saves 17% of the resources in hosts and efficiently reduces the burdens and crash risks of RDS instances.

The Impact of Tourism Management on Firm Performance: Chiang Mai Tourism Industry Perspective

Due to the important of tourism industry, the entrepreneurs in tourism supply chain should concern about information sharing in order to increase service quality and the firm performance. However, there is limited study focusing on the impact of information sharing factor toward firm performance especially in tourism sector. This research aims to examined the consistency of structural equation modelling of an impact of information sharing on firm performance for tourism industry. Questionnaires were distributed to 280 participants in tourism industry in Chiang Mai, Thailand. Data were analysed by the analysis of CFA and SEM via LISREL 8.54. The structural equation modelling in information sharing and the performance of tourism industry in Chiang Mai were consistent with empirical data (χ²/df = 2.10, GFI = 0.88, AGFI = 0.98, RMSEA = 0.03, PCLOSE = 0.98, NFI = 0.98, IFI = 0.99 and CFI = 0.97). The SEM results presents that information sharing factor is positively relationship with tourism supply chain, service quality and firm performance variables. Also, Service quality is significant positive impact on Firm performance through information sharing at 0.01. Therefore, tourism supply chain and service quality with considering on information sharing can lead to the increasing of the firm performance.

Customer Satisfaction Modelling of The Indonesia Sharia Bank (BSI)

<p class="Abstract">The purpose of this study is to analyze the effect of service quality on customer satisfaction of Indonesian Islamic banks (BSI), analyze the effect of product innovation on BSI customer satisfaction, and analyze the simultaneous effect of service quality and product innovation on BSI customer satisfaction. The research design used correlational quantitative research. Data were collected using a survey method to customers of Indonesian Islamic banks as many as 175 customers who have been customers for at least 1 year. The research location is in the Special Capital Region of Jakarta. To increase the validity and reliability of the data, in-depth structured interviews with BSI customers were also used. Based on the results of the study, it can be concluded that, there is a significant effect between service quality on BSI customer satisfaction, there is a significant effect between product innovation on BSI customer satisfaction, and there is a simultaneous influence between service quality and product innovation on BSI customer satisfaction. The implication of this research is that when Indonesian Islamic banks want to increase customer satisfaction, the aspects that need to be improved are improving product innovation then increasing service quality.</p>